I originally started using RightNow as an email management and knowledge management system, though the true value is providing a 360-degree view of the end users though all channels and base marketing.

When I initially started using it, it was for a travel company at the same time as bad weather closed the major airports in the south of England. Instead of a spike in calls and AHT, the call levels were consistent with trends, as the... more»

The knowledge base: The ability for a non-technical user to create business content that becomes end-user facing has been the easiest item to allow customers to get their answers fast and still have access to business-published data. Because it requires a non-technical personal to publish, the time to market for the content is rapid, and the end-users are able to see immediately any quick answers they may be searching for. The routing of incidents/cases: The tool provides a very robust routing tool that a manager-level person can adjust at will based on the changing service needs. Because cases/incidents come from many sources, the tool has de-coupled the creation of the case and the routing of the case to the proper... more»

Pretty much the entire suite is valuable. The Knowledge Foundation and Advanced are best in breed with NLP technology. Proactive chat and customer portal are also extremely valuable to any service organization.

Our managed services group uses it to support our customers enabling us to maintain SLAs and surpass them. Scheduled Analytics reports help us to make sure we are staffed correctly based on trending volume of incidents.

The agent browser UI is quickly scaling, so I will be very excited when I can recommend it to everyone. Other areas where I'd love to see enhancements are outreach, feedback and business rules. I have heard there are some changes in the works... more»

Project Coordinator at a manufacturing company with 1,001-5,000 employees

Aug 07 2017

What do you think of Oracle Service Cloud?

Valuable Features
Integrated survey tools and reporting: wide selection of included reports and ability to customize
• Improvements to My Organization
Logging all channel interaction in the same place gives us the ability to better determine FCR.
• Room for Improvement
Ability to export records for archiving, or to query the DB directly.
• Use of Solution
I have used it for Three years.
• Deployment Issues
We have encountered very few deployment issues. We have had two instances of incomplete or incorrect clones. These have been remedied by requesting that the clones be created again.
• Stability Issues
The data pod was initially overloaded, which caused issues with chat server stability, but a pod move fixed this.
• Scalability Issues
We have not...

Utilizing workflows allows for providing the right screens for agents to complete on a ticket where only the necessary data is exposed and automation can be built into the workflow resulting in potential less clicks for agents.

When answer links are embedded within the ticket message threads, agents are taken to the customer portal; the development team should identify another option. Also, SMS should be built into the product without having to use a third-party... more»

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What is Oracle Service Cloud?

Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurable business impacts across all industries.

This flexible and scalable platform includes:

A highly interactive and pixel-perfect Web and Mobile Customer Service, encouraging customers to self-serve via a customer portal, knowledge base, Facebook page, or peer-based community. Service can also be predictive, through the Internet of Things, or automated through virtual assistants, for example.

A unified Cross-Channel Contact Center that captures a unique 360-degree view of every consumer across all channels guiding agents to seamless resolution.

A time-based, self-learning, and predictive Field Service Management (formerly TOA Technologies) that automates and optimizes operations in the field.

A fully integrated cloud Knowledge Management solution that delivers a seamless and consistent experience across all channels. It is the backbone of every omnichannel service strategy.

Oracle Policy Automation delivers Smarter Advice–a more personal, richer interaction with customers based on the easy automation of business processes, rules, regulations, and organizational policies.